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VP of Customer Success

3 months ago

Herndon, United States Knowmadics, Inc Full time
Job DescriptionJob DescriptionSalary:

Job Purpose/Summary

 

This person will act as an internal and external SME (Subject Matter Expert) with expertise in data fusion platforms, TTL devices and a strong background in serving the Department of Defense (DoD) and Law Enforcement. The ideal candidate will be responsible for overseeing on-site field support, assisting throughout the customer acquisition and support lifecycle, and ensuring that customer help desk Service Level Agreements (SLAs) are met. This role requires a strategic thinker with exceptional leadership skills and a proven track record of driving customer satisfaction and loyalty.

 

Duties and Responsibilities

 

  • Lead and manage the Customer Success team, setting strategic direction and objectives to enhance customer satisfaction and retention.
  • Utilize expertise in data fusion platforms and related sensors, devices and use cases (including TTL) to act as SME internally, externally and provide support to customers .
  • Oversee on-site field support operations, ensuring timely resolution of customer issues and effective deployments.
  • Collaborate with the Business Development team and Partners to identify opportunities for growth and expansion within existing customer accounts.
  • Support presales activities by developing relationships with key stakeholders, understanding customer requirements, and crafting compelling proposals and solutions.
  • Collaborate in cross KMI market and business opportunities.
  • Monitor and analyze customer help desk performance metrics to ensure SLAs are met or exceeded, implementing process improvements as needed.
  • Develop and maintain strong relationships with customers, serving as a trusted advisor and escalation point for complex issues.
  • Stay informed about industry trends, customer needs, and competitive offerings to inform strategic decision-making and drive continuous improvement initiatives.

 

Qualifications

 

  • Bachelor's degree in Business Administration, Engineering, or related field; MBA preferred.
  • 10+ years of experience in customer-facing roles, with at least 5 years in a leadership capacity.
  • Proven experience working with data fusion platforms, sensors, TTL devices and serving customers in the Department of Defense or similar regulated industries.
  • Strong understanding of business development processes and strategies, with a track record of helping drive revenue growth.
  • Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers and internal stakeholders.
  • Strategic thinker with the ability to translate customer needs into actionable plans and initiatives.
  • Experience managing customer help desk operations and ensuring SLAs are met or exceeded.
  • Ability to travel to customer sites and represent the company in a professional manner.
  • Strong leadership skills with the ability to motivate and inspire teams to achieve goals and objectives.

 

 Working conditions

 

Should be willing to work in a variety of settings as needed and be willing to travel both domestically and internationally as required. Flexible to work long hours as required. Estimated Travel: 40%

 

Physical requirements

 

Prolonged periods of remaining in a stationary position at a desk and working on a computer.

 

Direct reports

 

Customer Success Team